Layla Atayeva

Barry Neary 

Is there any way to achieve this without turning off focus mode? I hesitate to put agents in a situation where they have both messaging and call tickets. We already have messaging and call groups as well since while all agents take messaging tickets, not all take calls. But I haven't been able to successfully make this routing work for us without back logging phones. 

Hi Barry Neary

I should have clarified in my original question, but yes I do have focus mode enabled.  

I thought the issue was that we had 2 capacity set, so when they finished a message and had capacity for one more they would receive another message since they were not eligible for a call. Which ideally it would not assign a second message if there are calls in queue, but changing capacity to 1 we still have the same issue.

Hi Barry Neary 

We launched OCR 2 weeks ago, and while we have seen some really exciting improvements, I am struggling to figure out how to arrange this type of work flow : 

We want phone calls to be prioritized over messaging conversations for those agents that take calls since messaging can be asynchronous where as phone call cannot. We end up in a situation where we have little to no active messages in queue, but our phone queue will sky rocket as agents are all tied up working messaging tickets. I am having a hard time achieving a balance. 

I have tried changing capacity to 1 messaging conversation to those agents who take calls as well. This didn't help so I have since reverted to 2. 

I thought using custom queues would help achieve this, so I created 3.  priority calls > standard calls > messaging conversations in that order of priority.  Agents were still being routed messages while calls were in queue.

Is there a better way to achieve what I am trying to accomplish?